JOB TITLE: Incident Manager I
Location: Dallas, TX
Duration: Long term
Client: HP
Treasury Web Applications Infrastructure (TWAI) project
US Citizens are eligible
Job Description:
General Description:
The
Incident Manage (I) will provide business support by managing the lifecycle of
all system incidents and service requests. The individual will monitor
heads-up displays, email queues, ticketing systems, and take incoming calls to
detect incident occurrences. The established Incident Management Process
and Procedures must be adhered to when classifying, prioritizing, and
escalating incidents. The Incident Manager (I) will coordinate activities with
internal management and technical staff to restore service as quickly as
possible. The Incident Manage (I) will contribute to developing and
maintaining team work, and be able to work independently with minimal
supervision.
Typical Duties:
- Perform,
coordinate, and facilitate incident resolution and engage support teams as
required.
- Interact with
the incident/problem management system to create incident documentation
that includes information about the results of the root cause
analysis/work around, approvals (who/when), and corrective action plans.
- Apply
technical knowledge to resolve incidents and restore service to normal
operational condition.
- Where
applicable, escalate incidents for resolution, avoid reoccurrence or close
incident. Identify the resources to whom the incident should be
escalated. Convey appropriate urgency and importance to identified
personnel.
- Facilitate
communications with clients, team members, and suppliers to ensure the
actions and changes that may affect them are known. Document
commitments and action items.
- Interact with
the incident/problem management system to implement, monitor, and close
incidents.
- Interact with
the incident/problem management system to update incident record (cancel
or close)
- Conduct risk
assessment of change requests
- Shift work may be required
- On-call rotations for after hour support
is required.
Required Skills and/or Product
Knowledge:
- Have worked in
a call center/service center on a help desk or Service Desk
- Have worked in
a data center or Network Operations Center performing situation management
- Use of a
ticketing system (preferably Remedy)
- Use of the
Microsoft Office suite of applications with strengths in Word and Excel
- Able to install and configure Windows XP &
Vista Operating Systems
- Basic Unix skills – Unix system administration,
ability to view and edit profiles, copy files, connect to remote systems,
stop and restart services
- Familiar with Netbackup software
- Familiar with web server architecture
- Problem-solving
skills with an emphasis on resolution of complex technical problems
- Demonstrated
ability to quickly understand complex systems
- Strong
organization skills and the ability to work on many tasks simultaneously
in a high-pressure environment
- Strong
interpersonal skills, including strong verbal, written communication
skills and excellent listening skills
- ITIL v3
Foundation Certificate (must present certificate)
Desirable skills include the following:
- Understanding of IP network
infrastructures
- Working knowledge of Web technology
(Sun Java One, Apache, etc.)
- Strong verbal
and written communication skills
- Ability to
work effectively in a team, and with clients
The following skills and
experience are preferred:
General requirements
include extensive use of Microsoft Word; along with potential use of Excel,
Access, and/or PowerPoint if applicable. Superior verbal and written
communication; attention to detail; and strong organizational skills.
Experience
in an ITIL environment is preferred.
We have a
very good relationship with the Hiring Manager and for the right candidate we
can arrange an interview within a few days.
Look forward
to connecting with you.
